A multilevel analysis of the impact of group organisational citizenship behaviour on nurse-patient relationship: The mediating effect of work engagement and the moderating effect of emotional intelligence.

Abstract

To explore the cross-level relationships between group organisational citizenship behaviour, emotional intelligence, work engagement and nurse-patient relationship. Group-level factors influencing nurse-patient relationship are seldom studied. A cross-sectional questionnaire survey was conducted among 1,246 nurses from 55 nursing groups in a 3A hospital in China, and the data were analysed by multilevel analysis. Group organisational citizenship behaviour is positively related to nurse-patient relationship with work engagement as a mediator. Emotional intelligence moderates the relationship between group organisational citizenship behaviour and nurse-patient relationship. Specifically, high emotional intelligence reduces the positive impact of group organisational citizenship behaviour on nurse-patient relationship. This study provides new insights into the influencing factors of nurse-patient relationship based on the social information processing theory. In groups with high group organisational citizenship, positive work engagement and emotional intelligence, nurses are more likely to deliver better performance in patient care, leading to better nurse-patient relationships. This study suggests that influencing factors at both group and individual levels should be considered while establishing nurse-patient relationships. A positive group climate and personal ability development significantly improve patient care quality.